Diane S. writes:We were supposed to fly from New York to Chicago on a Tuesday night. Our flight was cancelled and all of the flights we were re-booked.

The worst part of it all is that their website doesn't work. WHENEVER I sign into the website with my last name and my confirmation code, I am taken to a screen that says I can change my reservation for no fee. If I click on the screen to make changes, I am taken to another screen asking me to put in my credit card and won't make the changes without me paying for it.

On the phone we can't get another fight for SIX DAYS LATER!!!!!!!!!!!! Every time we call, we are on hold FOR MORE THAN 30 MINUTES and when we reach an agent, they tell us they can't help us and transfer us. We were just transferred to a phone that is ringing and ringing and ringing. Al just picked up and still can't help us! Emily #31576 – been with them almost a year – Oklahoma – won't tell me if she works for Spirit or an outsourced company. I was transferred from a customer service agent in the Phillippines who works for an outsourced company. She has no additional authority in this situation She's here for reiteration – she has no additional authority in resolving the situation. She hasn't re-booked anyone. She refused to put us on a flight before Sunday knowing we have been stranded. That's FIVE DAYS after our original flight.

Every day is costing us hundreds of dollars in hotel and meals in New York City. Spirit's agent admitted that they don't want to resolve the customers' problems. She said they strand people for five days sometimes or longer like 2 weeks, and she said that that is acceptable behavior for an airline. She said the CEO is flying in his own private jet. He doesn't have to abide by the rules because he doesn't fly Spirit.

She said the only three options are: next available fight IN FIVE DAYS or a refund for the cancelled portion of our travel or credit for future travel. The supervisor said she can talk to upper management but will not do it and will not transfer me up there. I did not accept any of the three options offered and had to get back before Sunday. So we rented a car for $320, plus gas and tolls, and had to drive 18 hours and still got home well before we would have if we had agreed to be rebooked on the flight five days later.

Spirit did have flights that went to Chicago that were NOT cancelled every day in between Tuesday when my ticket said we were supposed to fly and Sunday when the agent offered to fly us home. My daughter missed a week of school because of Spirit.

I will never fly Spirit again. They plain and simple said they don't care if they strand customers day after day after day because all of their flights are overbooked and one cancellation could have you waiting two weeks for another flight.